OpenText Solutions for Customer Services: Business Benefits

Our solutions for Customer Services fine tune your post-sales customer service processes to realize the following benefits:

• Increase customer satisfaction and loyalty by providing all customer related information to the service representative—Our solutions provide a comprehensive view on the customer relationship by integrating all customer-related information regardless of origin (leading application, email, legacy systems, billing system) and format (email, paper, fax, Web pages) in one easy-to-use customer folder view, directly from the application they are using.
• Eliminate callbacks and increase process efficiency—Our solutions provide all customer related information in a consolidated view. This enables customer service representatives to resolve customer problems immediately. Livelink ECM - Suite for Siebel streamlines the customer service process, saves operational costs, and increases customer satisfaction.
• Provide your sales force with better cross-selling opportunities—Our solutions provide your customer service representatives and sales force with immediate, online access to all customer-related information on customer and partner campaigns, promotions and incentives.
• Resolve common questions and calls more efficiently—Livelink ECM - Suite for Siebel and Livelink ECM - Suite for SAP Solutions provide customers with immediate online access to frequently asked questions and frequently resolved issues. By offering customers the ability to find answers to their questions via your Web site, customers can get the information they need whenever and wherever they want it. Costly, time consuming calls are eliminated and personnel costs in the customer service area can be saved.
• Minimize training requirements and increase productivity—By providing all customer related information in an easy to use folder structure, the customer service representative does not need to search through different information sources, reducing training cycles and costs and increasing productivity
• Reduce maintenance costs and response times to customer requests—Consolidation of IT systems speeds up system processing and reduces IT maintenance costs